FAQs

Policy

What are your policy terms and conditions?

What is covered and what is not covered by the policy?

We believe that trust starts by us being clear with you about what is covered and what is not covered under your policy. If you have a valid claim we will pay and will not try to hide behind the small print unlike some of our competitors would do.

What is covered?

Theft of your mobile phone

Accidental Damage to your mobile phone

Outside of warranty breakdown (including faults) of your mobile phone

Loss of your mobile phone

up to £1,000 of unauthorised network changes related to approved loss or theft claim, as long as your network was notified within 24hrs of the loss or theft

What is not covered?

Excess: You need to pay a contribution every time you make a successful claim. Excess amount is £50 except for loss and theft where the excess is £70.

You are limited to 2 replacement phones for valid claims due to loss and/or theft in any one policy year

Theft, loss, accidental damage or breakdown where you have knowingly put your mobile phone at risk and/or you have not taken care of it. What we mean here is you must take care of your property and we ask you to use common sense in taking care of it. If in doubt ask yourself “Would I have left a pile of £500 in cash there and expect to find it when I return?” If the answer is no, then you should not leave your phone there either. Of course, we will take in consideration the specifics of your situation as, after all, we are here to have your back if a misfortune happens.

Do you have a phone number?

Our claims team can be reached 24/7 on 0344 856 0852. If you wish to inquire about anything else, email us on support@wearesosure.com providing your contact details and someone from the team will call you back.

How much is excess?

Our excess is as follows:

- £50 for Accidental Damage and Breakdown

- £70 for Theft and Loss

Do you cover tablets/gadgets/watches?

Sorry, we only insure mobile phones at the moment. But watch this space.

I bought a used phone / I was given a phone. Are you able to insure it?

Yes we are able to insure second-hand phones provided they are in full working condition, without any damage, and less than 3 years old.

Do you have a discount for annual payments?

Our Reward Pot allow us to give you the best possible pricing, so we do not provide annual discounts.

I'm paying monthly. How and when will I be charged?

We will automatically bill you every month using the same credit/debit card you purchased the policy with. We use the same day of the month as when you purchased your policy, i.e. 16th of every month (except for the 29th, 30th, or 31st, where we will bill you on the 28th).

Reward Pot

How does the Reward Pot work?

Simplest way to explain the Reward Pot is a “group no claims bonus”. We give you the chance to connect with friends and family. For each one that buys insurance with us and connects with you, we'll add up to £10 to both you and your friend/family member’s Reward Pots. Your Reward Pot for the HTC Windows Phone 8X (16 GB) can reach up to £68.64 (e.g. 80% of your annual policy price). If neither you nor your friends/family claim in the year, we will payout to you the value in the Reward Pot. Click here to explore our calculator that can show you all the various scenarios.

We recommend watching this short video which explains it further.

What happens to my Reward Pot, if one person in my group claims?

We’ve created a calculator to illustrate this. Click here to explore various scenarios.

Is there a minimum or maximum size of my Reward Pot group?

There is no minimum size of your Reward Pot group: you can decide not to connect to anyone and still enjoy the benefits of a fully insured phone, but then you won’t get up to 80% of your money back at the end of the year. The HTC Windows Phone 8X (16 GB) is limited to a maximum of 7 Reward Pot connections. If you have 7 connections and none of you claim, you can get back at the end of your policy year, every year you have a so-sure policy.

Do I need to connect to the same people forever/every year?

We've made it easy for you to adjust your connections at the end of every year when your policy is up for renewal.

Claims

Will I get a brand new phone if my claim is approved?

We understand how inconvenient it is to be without your phone. Thus if your device is damaged or broken, we will aim to repair it the next working day, or in times when it takes longer, we will provide you with a next working day replacement phone. If your phone is lost or stolen, we will provide you with a replacement phone next working day. Your replacement phone may be new or refurbished; rest assured the refurbished phone will look like new and work exactly the same. Regardless, your replacement phone will be covered under your existing policy.

How long before I get a replacement phone?

Once a claim is approved, we aim to have a replacement phone in your hand the next working day.

How long before my phone is repaired?

Once a claim is approved, we aim to repair your phone the next working day. If we aren’t able to do so, we will aim to have a replacement phone in your hand the next working day.

This is what our customers say...

Great claim experience

My so-sure claim was super fast and everyone was really friendly! Based on previous phone insurance experiences, I can honestly say this truly is a revolution!

Herve N

Clear T&Cs

Your T&Cs are so clear and concise it makes the customer feel like you actually care about them!

Honor Bulmer

Why did we create so-sure?

Traditional insurance has consistently let us down: they charge a lot of money and then when you claim they hide behind small print and painful process not to pay you out. That needed to change, so I created so-sure.

Dylan Bourguignon - CEO

We are revolutionising insurance, starting with mobile phones

Up to 40% cheaper than traditional insurers

Next working day replacement or repair

Get up to £80 back at the end of the year

We don’t hide behind SMALL PRINT or painful process

About the HTC Windows Phone 8X

Camera: 8 MP

Size: 4.3"

Screen Resolution: 720 x 1280

RAM: 1 GB

FEATURED

AWARDS

IN PARTNERSHIP WITH

How so-sure works

Watch our video below to learn more. 📺 👀

So-Sure Policy Terms

so-sure Policy Document

Terms and conditions of your so-sure mobile phone insurance

Introduction

This is your mobile phone insurance policy which details what you need to know. Please read this carefully to make sure this policy is right for you. If you have any questions then call or email us (contact details on page 6). This policy is
arranged, sold and administered by so-sure Limited and underwritten by Salva Kindlustuse AS (SALVA). References to ‘we/us/our' relates to SALVA. The benefits, conditions and exclusions of this policy apply to the individual or family or employee
member who owns the mobile phone.

Your Requirements

By purchasing insurance you have come to your own decision as to whether this product meets your particular needs for insuring your mobile. You have decided to proceed with the insurance cover provided by us at the cost and terms indicated on a
non-advised sales basis, which means that no advice on the suitability of this insurance has been given by so-sure.

Status disclosure

so-sure Limited is a company registered in England and Wales (registration company number 9365669), FCA registration number 744729 and registered address, 10 Finsbury Square, London EC2A 1AF. so-sure Limited is an appointed representative of AFL Insurance Brokers Limited which is authorised and regulated by the Financial Conduct Authority under registration number 308657. SALVA is authorised by the Financial Conduct Authority as an insurer under registration number 622523 with registered office Pärnu road 16, 10141 Tallinn, Estonia. SALVA is not protected under the Financial Services Compensation Scheme.

Important information

Disclosure of important information

We rely on the information you provide to us either online, over the phone or in writing to make decisions about your insurance and any claim. If you do not answer accurately and completely any questions we ask, this might invalidate your
insurance and/or we might reject your claim.

Policy Compliance

You are required to comply with all policy terms and conditions throughout the period of your insurance failure to do so may invalidate your policy.

Making changes to your insurance policy

If you no longer have your mobile phone, or you want to make changes to the mobile phone you have insured or your personal information please contact us immediately so we can ensure our records are up to date and your cover remains in place.

Summary of your so-sure mobile phone insurance cover

Benefits

If you do claim, we believe in providing you with exceptional service:

call centre to register a claim is open 24 hrs day, 365 days a year on 0344 856 0852

once a claim is validated, we aim to have a replacement mobile phone delivered to you in the UK the next working day

And if neither you nor your connections make a claim, you could get up to 80% of the money you have paid us a premium back at the end of the policy.

What are you covered for ?

Replacing or repairing your registered mobile phone in the event of:

Theft of mobile phone

Accidental Damage to mobile phone

Breakdown (including faults) of mobile phone

Loss of mobile phone

up to £1,000 of unauthorised network changes related to approved Loss or Theft claim, as long as your network was notified within 24hrs of Loss or Theft

Where we replace the mobile phone the replacement may be a remanufactured (not brand new) mobile phone. We will attempt to replace your mobile phone with the same model, colour and memory but we can't guarantee to do this or replace
any limited or special edition mobile phones. If we cannot do this you will be given a choice of models with an equivalent specification. Where we send you a replacement or repaired item, this will only be sent to a UK address.

Reward Pot:

premium rebate (incl IPT) from the no claims bonus arising from you and your connections (who form your Group) not claiming during your policy year. The Reward Pot rules and mechanics are defined in the Reward Pot section below.

‘Taking reasonable care' of your mobile phone:

Not knowingly leaving your mobile phone somewhere it is likely to be lost, stolen or Accidental Damaged. If in doubt for Loss or Theft, ask yourself “would I leave a pile of £400 in cash there and expect to find it when I return?”

If you need to leave your mobile phone somewhere then we expect you to lock it away out of sight if at all possible. If you cannot lock it away then you must leave it with someone you trust or concealed out of sight in a safe place.

Making reasonable enquiries to find your mobile phone if you think you have lost it.

Not intentionally damaging your mobile phone

What you are covered for

Insurance cover for the mobile phone detailed on your policy schedule which must be owned by you or a family member, or in the case of a business owned by the business issued to and used by its employee(s).

Replacement of any Accessories that were accidentally lost, stolen or Accidentally Damaged at the same time as your mobile phone or if we replace your mobile phone with a different make or model and can no longer use your existing Accessories.
A claim under this section is subject to your Loss or Theft claim for your mobile phone being approved

Unauthorised network charges (calls, texts, data) as a result of someone else using your mobile phone without consent

If your mobile phone has been used without your consent after it has been lost or stolen, we will pay those charges incurred for 24 hours from the time of Loss or Theft.

Conditions of cover:

your notification to your network within 24 hours of the Theft/Loss

your Loss or Theft claim for your mobile phone is approved

SIM card registration to you or your family member, or to the business or an employee for these charges to be covered.

you supplying the copy of an itemised bill

Example, if your mobile phone was stolen at 8am Tuesday and you discovered it missing at 11am on Wednesday, you would be covered for charges made between 8am Tuesday and 11am Thursday.

What you are NOT covered for

Summary

Description

Any incident outside the period of insurance

This insurance policy is active for the period shown on your policy schedule. Any incident which would result in you needing to make a claim that happens outside this date (including before) is not covered. We may ask for evidence or contact the
network directly in order to verify the mobile phone usage is consistent with the claim incident date. If we are unable to validate the mobile phone was used and the usage was consistent with the claim, then we may decline your claim.

Any mobile phone not registered on your policy

This policy only covers the mobile phones detailed on your policy schedule. If you want to insure an additional mobile phone you then need to take out additional insurance to cover the item. It is important to check your policy schedule regularly
and advise us of any changes and/or update in your make, model or IMEI of mobile phone.

Breakdown covered by the manufacturer's warranty

This policy does not provide cover for problems with your mobile phone that are covered by the manufacturer warranty. If your mobile phone does develop a fault whilst still under warranty you should follow the warranty returns process as
specified by the manufacturer.

Excess

Accidental Damage: £50

Breakdown: £50

Theft: £70

Loss: £70

More than 2 Loss and/or Theft claims in a policy year for each insured item

There is a limit of 2 successful claims for Loss and/or Theft in your policy year. There is no limitation on claims for Accidental Damage or Breakdown.

Loss, Theft, Accidental Damage or Breakdown as a result of you not Taking Reasonable Care of your mobile phone

We know how important your mobile phone is to you and we expect that you will take care of your mobile phone. If you don't take care of your mobile phone then we may not pay your claim. We will always take into account where you are and what you
are doing when we assess whether you have taken care of your mobile phone. If we believe you have not taken reasonable care of your mobile phone, and have knowingly taken a risk with it, we may decline your claim. If you knowingly leave your mobile
phone somewhere you can't see it but others can, we may decline your claim, for example:

in a cafe or pub you leave your mobile phone on the table when you go to the bar to pick up your drink instead of taking it with you

leaving your mobile phone on display in your car

leaving your mobile phone in the care of someone you don't know well

if you are at the gym and you leave your mobile phone on a bench in the changing rooms rather than taking it with you or locking it in a locker

All of these examples increase the risk of your mobile phone being lost, stolen or damaged and may result in your claim being declined. These examples are only to help you understand what's covered and are not the only scenarios a claim could be
rejected.

Mobile phones which were not to manufacturer standards at the time of purchase

We can insure mobile phones which are functioning as intended by the manufacturer at the time of purchase and at the time of taking out this policy. Any Accidental Damage or default of the mobile phone prior to you taking out this policy or
purchasing the mobile phone is not covered by this policy.

Cosmetic Accidental Damage

We only cover Accidental Damage if it stops the normal functioning of your mobile phone. We know scratches, dents, deterioration and scrapes to your mobile phone aren't nice but we are here to fix your mobile phone when it isn't working, so if it
still functions as you would expect then we will not repair or replace it. For example, a scratched screen would not be covered but a cracked screen would be covered.

Unauthorised repairs

Making sure that your mobile phone is repaired to a high standard enables us to continue to provide this insurance cover. We want your mobile phone to continue functioning properly so we only use our approved repairers. We also want the ability
for us to assess the Accidental Damage to your mobile phone in order to best decide whether to repair or replace the mobile phone.
If you have your mobile phone repaired without our authorisation or by anyone other than our approved repairers, then we may not pay your claim.

Contents of your mobile phone

We only cover the mobile phone, this policy
does not cover the contents stored on the mobile phone. This means that any pictures, software, downloads, apps, music or any other content is not covered by this policy so make sure you back it up regularly. There are many ways to
back-up the contents of your mobile phone and download them back onto your Replacement mobile phone if you were to claim.

Individual Accessories

Accessories which are not lost, stolen or Accidental Damaged at the same time as the mobile phone are not covered by this policy.

Other Losses

Any cost or losses that can't be resolved by the repair or replacement of your mobile phone. We don't cover any loss of profit, opportunity, subscription fees, line rental, goodwill or similar losses.

Modifications

If your mobile phone has been modified in any way
we will only replace the mobile phone, we do not cover the modifications that have been made.
Modifications are anything that changes the way your mobile phone looks or operates from the original specifications. This includes things like adding gems, precious metals or making software changes such as unlocking your mobile phone from a
network.

Unsuccessful previous claims

A claim previously unsuccessful under this policy would not be covered.

Terrorism or cyber attacks

Any Accidental Damage, Accidental Loss or Theft as a consequence of war, invasion, act of foreign enemy, hostilities, civil war, cyber-attack, nuclear radiation, terrorism, rebellion, revolution or military or usurped power is not covered by this policy.

Reward Pot

Our concept is built on small scale mutualisation of risk between you and your friends and contacts (“Connections”) (and collectively “Group”). You will not be paid introductory fees. But if the performance of your Group produces good results
together, then we will “reward” you by making premium rebates to you as set put below.

Your Group can be as small or large as you want but your Reward Pot is limited to 80% of the premium shown on your policy schedule (the Reward Pot Limit). For each member of your Group who joins within 60 days of the start date of your policy, £10
is put into your Reward Pot, up to the Reward Pot Limit but this is reduced to £2 if one of your Group members makes a claim within your first 60 days of your policy start. For each member of your Group that joins after 60 days from the start of your
policy, £2 is put into your Reward Pot, up to the Reward Pot Limit. Each of your Group members also has a Reward Pot associated to their Connections, which operates in the same way as yours (so money will also be added to their Reward Pot when you
connect to them).

Example of your Reward Pot value, if your insurance premium is £85.8
and your Group members join in the first 60 days:

Number of Group Members

Reward Pot Value

% of insurance premium

0

£0

0%

1

£10

12%

2

£20

23%

3

£30

35%

4

£40

47%

5

£50

58%

6

£60

70%

7

£68.64

80%

Reward Pot value when there are claims in your Group

If you claim, your Reward Pot value is turned to £0 (zero pounds), regardless of Group Members.

If your Reward Pot is worth less than £40 and one of your Group claims, your Reward Pot is reduced to £0 (zero pounds).

If your Reward Pot is worth £40 or more and one of your Group claims, your Reward Pot is reduced to £10 (ten pounds).

For of every new policy renewal, you can choose to keep the same Group or change it. Hence, at the beginning of your Policy Period you will have the opportunity either a) to re-connect with your existing Group members, b) to change your Group
Members had in the prior year or c) to add more connections to your Group (up until your Reward Pot is worth 80% of your insurance premium).

If your Group do not claim during your year of insurance, the Reward Pot is paid out to you. If you renew your policy with us for another year, your Reward Pot can either be

applied as a credit to reduce your following year's premium payment(s) ; or

rebated to you as a lump sum payment..

If you do not wish to renew your policy, we will pay you out in full the value of your Reward Pot as a lump sum payment.

Lump sum payments are made within 45 days of your policy ending as long as none of your Group has submitted a claim for an event that took place before the end of your policy term. For example, if your policy ends on 3rd March and your Reward Pot
was worth £48 and none of your Group submits a claim by 31st March, we will payout £48 to you by the 17th April.

Circumstances in which your Reward Pot will not be paid out to you:

you filed a claim which has been approved

your policy has been cancelled within the last 12 months

one of your Group files a claim relating to a Loss, Accidental Damage, Theft or Breakdown which took place during the Period of Insurance relating to your Reward Pot

if we have paid out a claim for you.

If you upgrade your mobile phone to a more expensive mobile phone mid-way through the Period of Insurance, we will amend your premium to reflect the mobile phone insured and adjust your Reward Pot and Reward Pot Limit accordingly. The first new
Member admitted to your Group after the upgrade will be rewarded to you as if they had joined in the first 60 days of the Period of Insurance.

If one of your Group's mobile phone is no longer insured by so-sure part way through your annual policy, we will allow you to replace that connection at the same value within the 30 days following your connection leaving the service.

This offer cannot be used if another offer applies. All other terms and conditions apply.

All payments assume that no deduction is required by way of taxation. If we are obliged by law to make such deduction, then the Reward Pot payments shall be reduced accordingly.

Claims Process

The actions you will need to take on Loss, Theft, Breakdown or Accidental Damage to your mobile phone are explained in

Section A: your mobile phone has been stolen or lost

Section B: your mobile phone has been Accidental Damaged or broken down

Our customer services team is available on 0344 856 0852 24hrs a day, 365 days a year to take down all the details so that our claim validation team can start processing the claim. The claim validation team works 8am to 5pm Monday to Friday.

Section A] Steps when your mobile phone has been stolen or lost

Network: tell your network provider as soon as you can

It is important to contact your network to block your mobile phone and SIM card as soon as possible if your mobile phone is lost or stolen. We may ask for evidence of this to support any claim for the Loss or Theft of your mobile phone.
This must be done within 7 days of Loss or Theft, but if you wish to claim for any unauthorised network charges you will need to report the Theft/Loss to your network provider within 24 hours of the Theft/Loss.

Police: report it to the Police within 7 days

You must report any Loss or Theft of your mobile phone to the Police, and obtain a crime or loss reference number. The claims team will ask you for the crime reference number when you lodge your claim.
This must be done within 7 days of Loss or Theft.

If you have difficulty reporting your incident to the Police please contact us and we can help to guide you.

Last place: Report any Loss/Theft to the place you believe it has been lost or stolen from

You never know: they might have kept it aside for you. So
we expect you to report your mobile phone as lost or stolen to the place you think it has been lost or stolen from.

We may ask you to provide the details of where your mobile phone was lost or stolen from and actions you have taken to try to recover it

so-sure:
Report your claim to us as soon as you can and within 28 days For details on how to contact us and know what happens next, please go to Section C].

Section B] Steps when you are claiming for Accidental Damage or Breakdown

When your claim is for Accidental Damage or Breakdown and you want to claim on your insurance,
you need to report your claim to so-sure as soon as you can but in any event within 28 days.
Take Reasonable Care of your mobile phone after the Accidental Damage or Breakdown occurred to ensure your claim can be fulfilled.

For details on how to contact us and know what happens next, please go to Section C].

Section C] Contacting us and the claims procedure

Contacting us to report your claim

You can log your claim online, by telephone, by email or in writing, so tell us about a claim as soon as you can.
We expect you to tell us about any claim as soon as possible and within 28 days of discovery of the Theft, Accidental Damage, Loss or Breakdown.

If you don't do this it we will still consider your claim, however it makes it difficult for us to investigate your claim or recover (for Loss/Theft) or stop any further Accidental Damage to (for Accidental Damage) your mobile phone.

You can contact us regarding claims or updating your policy details in the following ways:

Registering and logging in to your online account portal at www.wearesosure.com and submitting your claim or;

If you have any questions regarding your Reward Pot or any other aspect of your policy, please get in contact with our Customer Support team by email at
support@wearesosure.com
or through our website's Help Centre at www.wearesosure.com

What happens once you have reported your claim

When you have reported the claim to us, we will do the following:

walk you through the simple claims process and tell you what information and documents you will need to provide for us to assess your claim.

advise you how much Excess you need to pay, and how you can pay it. You will need to pay your Excess for every accepted claim before the claim is settled.

once your claim is validated, aim to either repair your mobile phone within a few days or send you a replacement within one working day.

We do understand that every claim is different and we will make every effort to take this into consideration.

What you need to know about the claims process

We need to know that the mobile phone you are claiming for is yours or a family member's (or owned by the business if this is a business policy):

You will need to be able to tell us the make and model of your mobile phone.

We may ask to see something that tells us that the items you are claiming for belong to you and confirms the make, model or IMEI number and memory size (where relevant) of your mobile phone.

If you purchase the policy through our app, we can assess this ourselves. However, if our app is not downloaded (might not be available for your mobile phone), you might need to provide proof of ownership.

Proof of ownership could include a till receipt or documentation from any online purchase, or from your network provider. If you don't have any proof of ownership we may decline your claim if we have reason to believe that your mobile phone might
have been stolen before you owned it.

If the IMEI number on the mobile phone has been tampered with we will decline your claim.

Repairs by authorised repairer may be made using readily available parts, or we may provide refurbished products which may contain parts, which are of similar or equivalent specification, and which may include unbranded parts.

This policy is provided in addition to any manufacturer's warranty that applies to your mobile phone (“applicable manufacturer's warranty”). In the case of Breakdown covered by the manufacturer's warranty, you should first claim on that warranty

Nothing in this policy is intended to affect your rights under the applicable manufacturer's warranty or your statutory rights. If any repairs authorised by us under this policy invalidate the applicable manufacturer's warranty, we will repair or
replace your mobile phone, as necessary, in accordance with the terms of the applicable manufacturer's warranty for the unexpired period of the applicable manufacturer's warranty

Where we replace the mobile phone the replacement may be a reconditioned (not brand new) mobile phone

If we are unable to replace your mobile phone with the same make and model, we will contact you to discuss an alternative claim settlement

If any lost, stolen or damaged items are recovered after the claim is approved, they shall become the property of the insurer and must be returned to us immediately. Accidental Damaged mobile phones, parts and materials replaced by us shall become
the property of the insurer

At so-sure we treat our customers fairly and with respect so that we can handle valid claims promptly. This is a required process from our insurers and necessarily you must provide us with all information. Failure to do so will slow down the handling of your claim and could invalidate your policy. Please deal with our personnel with full respect at all times.

What if your claim is rejected?

If you're not happy with the claims decision, we want to hear from you as soon as possible. Please follow the complaints process described in the section ‘Making an enquiry or complaint' below.

If your claim for a lost or stolen mobile phone has been rejected then insurance cover for that mobile phone will cease. No further insurance premiums will be collected and your policy will be cancelled.

Fraud

We do not tolerate any aspect of fraudulent activity. We work closely and share data with other insurers, law enforcement agencies and airtime providers to identify fraud and support prosecution where the appropriate evidence exists. Our fraud
team works tirelessly to prevent and detect fraud. We, and other organisations, may access and use the information' recorded by fraud prevention agencies, from both the UK and from other countries. It is important that when applying for insurance, or
submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

If false or inaccurate information is provided and fraud is identified then we will:

Not honour the claim and we will cancel your policy. If an Excess has been paid this will not be returned, this is not a penalty this is to cover our administration costs

Report you to the relevant authorities and take legal action, if necessary, to recover any money already paid to you under this insurance policy

Put the details of the fraudulent claim onto a register of claims through which insurers share information to prevent fraudulent claims. A list of participants are available on request.

Pass the details to fraud prevention agencies. Law enforcement agencies may access and use this information. Other organisations may also access and use this information to prevent fraud and money laundering, for example, when

Checking details on applications for credit and credit related accounts or facilities

Managing credit and credit related accounts or facilities

Recovering debt

Checking details on proposals and claims for all types of insurance

Checking details of job applicants and employees

Please contact us at 0344 856 0852 if you want to receive details of the relevant fraud prevention agencies.

Price of your insurance

The premium due for this insurance policy is detailed within your policy schedule.

Duration of this Policy (Period of Insurance)

This policy shall run for a period of one year, between the start date and expiry date shown on your policy schedule (inclusive), unless any of the following happen:

you cancel the insurance

you fail to pay the monthly premium

we cancel the insurance

Cancelling your insurance

If you elect to cancel your insurance within the 14 days after your policy start date, you will receive a full refund, providing no claim has been made.

At all other time during your period of insurance you can cancel by giving us 30 days written notice. We will be entitled to collect premium from you for this 30 day period. If you pay by instalment this will mean we will collect one further monthly payment from you. If you pay an annual premium this will mean we will return any unexpired period to you. If a claim has been made by you we will not return any premium and you must still pay us the remaining annual premium. If you do wish to exercise your right to cancel your policy, you can do so at any time by contacting us on 0344 856 0852, or email support@wearesosure.com or in writing at so-sure, P.O Box 2801, Stoke-On-Trent ST4 9DN.

We can cancel the insurance without notice if you do not pay the monthly premium when due, if you make a claim which we believe to be fraudulent or you have breached any of your policy terms and/or conditions.

Making an enquiry or complaint

We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level of service, please tell us so that we can do our best to resolve the problem. The easiest way to contact us is to call us on 0344 856
0852. We will do everything possible to ensure that your query is dealt with promptly. Alternatively, you can email complaints@wearesosure.com or write to: Quality Assurance Manager, Davies Group Limited, P.O Box 2801, Stoke-On-Trent, Staffordshire,
ST4 9DN. Please quote your mobile phone number in any correspondence.

Nothing in these terms, including referral to the Financial Ombudsman Service affects your statutory rights.

Choice of law

English law applies to this policy. All communication with you will be in English.

If we need to change the terms of the policy

In the event that the insurer needs to change the terms, we will give you 30 days' notice in writing to your last known address, or via email where you have provided us with a valid email address. This will only be for valid reasons such as due to
changes in the law or decisions of the Financial Ombudsman Service, to meet regulatory requirements, industry guidance or codes of practice, to proportionately reflect other legitimate cost increases or reductions associated with providing the cover,
or where we choose to change the level of cover.

Data Protection: How we handle your personal information.

We comply to the Data Protection Act 1998. As such, we are committed to preserving the privacy of our customers. Please read the following privacy policy in conjunction to those on our website, and if applicable, the apps downloaded to understand
how we will use and protect the information that you provide to us. If you are purchasing the policy on behalf of another person (family member or employee), you will secure the consent of that person to share their personal data with us in
accordance to our terms and conditions.

By purchasing this insurance from us you consent to the collection and use of your information under the terms of this privacy policy for the purposes of effecting and administering this insurance policy. The information you provide will be used
by us to supply you with the services for which you have registered and we may use the information to contact you to obtain your views on our services and to let you know about important changes to the services which we offer.

The information you provide to us about you and the mobile phone will be shared with the insurer and the authorised agents of the insurer. If you make a claim that has been approved, the fact that the claim has been approved will be shared with
your connections in view to evaluate their reward pot value, however, the details of your claim will not be shared with your connections. In order to prevent fraud we may share information with other insurers and fraud prevention agencies where this
had been detected.

We may contact you by post, mobile phone, text or e-mail. You will only be contacted by the methods you have asked to be contacted by. Your information will not be used or disclosed other than in accordance with this privacy policy, or without
your permission, unless required by law. If you would prefer us not to contact you to obtain your views and/or you change your mind in the future and would like us to stop contacting you for this purpose, please write to:

Support, so-sure Limited, 10 Finsbury Square, London EC2A 1AF.

The details of mobile phones reported lost or stolen will be submitted, where applicable, to mobile phone databases to prevent further use. We may co-operate with the Police and any other relevant authorities or organisations in connection with
any misuse or suspected misuse of the services provided by us or other telecommunications services provided by any member of our group of companies. If necessary, we may divulge information about you for this purpose. You have a right to ask for a
copy of the data held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up-to-date. If you wish to do this, please contact Customer Support on support@wearesosure.com

We are entitled by law to charge you a fee of £10.00 to meet our costs in providing you with details of the information we hold about you. We employ security measures to protect your information from access by unauthorised persons and against
unlawful use, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires. Any changes to our privacy policy will be notified to you in the appropriate way. All comments, queries and
requests relating to our use of your information are welcomed and should be addressed as specified above.

If we transfer your information to a person, office, branch, organisation, service provider or agent in another country, we will make sure that they agree to apply the same levels of protection as we are required to apply to information held in
the UK and to use your information only for the purposes that we have permitted. You confirm that you consent to transfers of your data outside the EEA for the purposes described in this policy.

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We are a company registered in England & Wales (No. 09365669) and our registered address is 10 Finsbury Square, London EC2A 1AF.

so-sure Limited is an appointed representative of AFL Insurance Brokers Limited which is authorised and regulated by the Financial Conduct Authority. Our firm's Registration Number is 744729. We are permitted to arrange, deal as an agent of insurers and clients, and assist in claims handling.